Termination fee for account I didn't know I had

Hi Betsy,

Thank you for your patience while your case is being investigated. I'm letting our installations group here at corporate know of your experience, and I wanted to clarify something: 

You said, "if I wanted it I should call him to come out" so does this mean your initial conversation to upgrade happened via phone, as opposed to in person?

I do see your signatures from the day of the upgrade in our system. Currently the accounts are under Susan's name, but with you listed as the primary contact--I can certainly get this changed over to your name. There are other things I'd like to do to address the rest of your concerns, and will private message you about those details.